Ace Cash Express, Inc.

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Technical Support Specialist

at Ace Cash Express, Inc.

Posted: 3/29/2019
Job Reference #: *EF846B88D3513EF0

Job Description

Requisition Number

Technical Support Specialist


Postal Code

Metropolitan Area
Texas: Irving

The goal of the Technical Support Specialist is to provide high quality technical support to all ACE Cash Express retail centers for store communications including Broadband and Telephony.
This person will be assigned to the Broadband and Telephony Technical Support team, located at the ACE Cash Express corporate office, providing remote technical support for all ACE retail outlets.

Duties and Responsibilities
1. Provide 2nd level remote Broadband and Telephony technical support to ACE Cash Express centers
2. Problem assessment and classification, as well as documenting tickets with detailed information
3. Diagnosis and correction for hardware/DSL/phone components and associated hardware
4. Become well-versed with common problems and inquiries and be able to provide immediate solutions
5. Intermediate to advanced WAN/LAN troubleshooting
6. Contact phone and broadband service providers for break/fix
7. Coordinate and QA inside wiring dispatches
8. Serve as Subject Matter Expert on Broadband and Telephony issues for Tech Support generalists
9. Setting up stores on wireless data access
10. Converting stores from one broadband provider to another
11. Cisco SOHO router configuration and troubleshooting via the CLI
12. Assist in various aspects of store router inventory tracking
13. Escalate problems/issues when appropriate
14. Effectively communicate whether written or oral with 3rd party vendors as it relates to support tickets
15. Effectively communicates with SA, DM, RVP and DVP’s
16. Assist in the development and/or maintenance of policies and procedures as required

Education and/or Experience:
1.College degree or equivalent and/or 2 - 4 years related work experience with Desktop, Help Desk, Service Desk experience and LAN/WAN/Telephony experience .
2. Basic Knowledge of hardware and software break/fix. Basic knowledge of Microsoft products.
3. Advanced knowledge of Windows XP and Windows 7.
4. A strong understanding of operating systems and related utilities, and advanced knowledge in hardware configuration.
5. Advance knowledge of MS Office products.
6. Excellent trouble shooting skills are a must.
7. Intermediate knowledge of Cisco SOHO routers
8. Retail and small business experience is also a plus.
9. Intermediate to advanced knowledge of WAN/LAN connectivity
10. Basic telephony concepts and operation

Technical & Other Skills
Experience and/or knowledge in the following areas is a plus:
- Telephony
- Phone and broadband break/fix
- Provider modem configuration

Physical Demands
While performing the duties of this position, the incumbent is occasionally required to stand, walk, use the hands and fingers, handle or feel objects, reach with arms and hands, climb; and may occasionally lift and/or move up to 25 pounds. Must have appropriate vision to see up close, and at a distance with ability to adjust vision and focus.